InfoTrak Pty Ltd is committed to the highest standard of customer support, and will ensure that any issues and/or concerns are addressed in a timely manner. Support is provided in a number of different methods. This will ensure that you as a user can find the method best suited to your needs:

1. Help Files (Available in Equipment Commander) - each page includes a help file describing the following:
   1. Overview - description of the overall page functionality
   2. Field Descriptions - description of each field and its use
   3. How to Use - a summary of the steps to be followed in the use of the page.
   
   
2. Training Manuals (Available on request) - each module has a user training manual which can be printed. This manual covers the overall process flow and the individual steps on how to use the module. The following email address should be used to make your request for a Training Manual: support@infotrak.com.au
   
   
3. Training Presentations (WIP & Available on Request) - Each interactive presentation file includes the following:
   • Process Flow diagram
   • Description of the overall functionality of each page
   • Major steps for the use of each screen
   • Detail steps on the use of each screen
   • Field Descriptions for each field on the screen

   The following email address should be used to address your request for a Training Presentation: support@infotrak.com.au

   
   
4. Sample Test Data (User ID & login available on request) - a live system is provided within the InfoTrak environment containing sample data. Users wanting to view the live system and use the Test system to play and evaluate can do this in a live test environment.

   The following email address should be used to request access to the Test Data System: support@infotrak.com.au

   
   
5. Online Training Sessions - InfoTrak provide online training sessions via Webex. One of the InfoTrak staff will guide the user through the different screens indicating the process flow and how to use hints.

   The following email address should be used to request an Online Training Session: support@infotrak.com.au

   
   
6. Requests Register (Available through your Caterpillar Dealer Contact) - This is a system in which suggestions for improvements, issues identified and any other comments can be submitted to InfoTrak for comment and feedback. Requests will be prioritized and an indication will be provided as to which release of the software the request will be included.
   
   
7. FAQ's (WIP, to be released shortly) - this is a database of frequently asked questions relating to each module and page. Where users experience issues using the system or specific page in a module, this may be answered using the FAQ's section.
   
   
8. Telephone Support (Available) - Our office is open and manned Monday to Friday from 7.00am to 6.00pm AEST, with staff ready and willing to assist you.
   1. Telephone support is also available between 5.00am and 7.00am AEST on the following number (61) 431 475 115
   2. Telephone support is also available between the hours of 6.00pm and 10.00pm AEST on the following number (61) 431 479 324
   3. Emergency Telephone support is available from 10.00pm AEST to 5.00am (61) 431 475 115. It is important to note that this is only for emergencies and Not general enquiries.
   
   
9. Email and Fax (Available) - General enquiries or requests for assistance are welcome via facsimile or email. InfoTrak will respond in writing to all emailed customer enquiries/requests for support within 24 hours of receipt. The following email address should be used to address your queries: support@infotrak.com.au
   
   
10. Onsite Support and Training (Available) - Training is provided onsite where required and depending on staff availability. Where onsite training is requested, the customer will be required to pay the costs relating to travel (at cost)

    The following email address should be used to enquire about onsite training: support@infotrak.com.au